The evolution of the call center into contact centers and the growth of their use in providing customer-facing service by many companies has brought considerable capabilities in maintaining customer relationships, but it also has brought challenges in providing quality service when call volumes are high. Limited in their ability to provide service at all times to all customers, companies are forced to balance the costs associated with hiring more customer service representatives and the quality of service provided by a fewer number. A primary challenge when there are not enough customer service representatives (CSR) to engage the volume of callers in a timely manner is the significant wait times that can be experienced. Normally, callers are handled in accordance with a first-come, first-served (FCFS) policy with exceptions being skill-based routing to those CSRs with specialized skills. A proposed call center infrastructure framework called a Virtual Predictive Queue (VPQ) can allow some customers to benefit from a shorter call queue wait time. This proposed system can be implemented within a call center’s Automatic Call Distribution (ACD) device associated with computer telephony integration. A key factor in the proposed VPQ integration is that the servicer can decide who can enter the VPQ. Another important feature of the proposed VPQ infrastructure is that it does not violate the common FCFS policy. The advanced reservation feature of the VPQ can be accounted for when providing customers in the normal service queue with an expected wait time. Deciding how many advanced reservations that should be created within the VPQ can be based on predictive analytics, past performance, or can be invoked real-time when arrivals begin to increase past expected volumes.